At present, friends of real estate consultants are either forced to send orders abroad or stay in the tall sales department to call different customers. Telemarketing is the most common way. Here are some phone tracking skills for you, hoping to help you!
First, the misunderstanding of telephone tracing.
1. I think the customer tracking effect is not great (I will come naturally if I want to buy it);
2. It is believed that customer tracking will lower the grade of real estate and cause unsalable real estate for customers;
3. Anyway, I have bought a house, so it doesn't matter whether I follow it or not;
4. The scene is busy, not idle, and it is delayed indefinitely.
Second, the role of telephone tracking
Solve customer objections in time; Deepen customers' impression of real estate; Speed up customer transactions; Help customers penetrate customers.
Third, there is no purchase. Customer tracking skills
The first step: customer classification, according to the possibility of customer transactions, it is classified as:
Class a: very promising; Class b: promising; Class c: general; Class d: not much hope.
According to the classification, targeted tracking: customers with great intentions should be tracked in time; Hesitant customers helped him make up his mind; Customers who have the ability, want to buy, but are not in a hurry to buy find his recognition of the product, talk more, and improve his recognition of the product; Customers who do not meet the requirements, as reserve customers, often contact; When the customer promises to sign the contract, he should make up for what he didn't do before, and don't look excited.
Step 2: Analyze the reasons why the customer didn't make a decision at that time: The following are common:
1. There is disagreement. Let's go home and discuss it. "I am XXX, and we talked for a long time that day. I don't know what you think now? "
2. If the price is too high, analyze the reasons.
The apartment is not satisfactory, so the engineering department has made some moderate changes. Would you please have a look?
The floor you want has been sold out. (Other floors, same price)
5. More importantly, it is not satisfied with the surrounding facilities, and the living environment for children to go to school is inconvenient (introduce other real estates).
6. Buy a house and want to bring an account.
7. There is no hurry to have a room, wait and see. What are the benefits of buying now?
8. Poor sales control leads to customer loss.
9. Two people receive a customer at the same time, and the caliber is not uniform and uncertain.
10. If you want a discount, ask the leader. I don't know if your house is selling fast.
1 1. If you want to compare, let's compare again. The consideration is correct, but may I ask you what your concerns are? )
12. Security issues. There may be small customers asking, but we have already considered it for you. You can rest assured that the security measures are very strict.
Step 3: For the reason, think about the reason and wording in advance for tracking.
1, when the phone is connected, the secretary refuses to answer the phone, and there will be the following words:
Zhao and I are friends forever. We made an appointment yesterday. Please put me through.
B) I'm from XX Company. Zhao Zong asked me to call him. Thank you!
C) Call the boss by his first name, saying that it is not convenient to talk to the secretary about personal matters.
2. Invite customers to visit the website:
A) Tell the customer that there are many people on the scene these days and the sales situation is good, so that she can choose a satisfactory house in the morning.
B) If the customer is busy and has no time, convince him to do DS at home and bring it to the site.
C) Tell the customer who has failed to make an appointment for a long time about the progress of the project, such as the decoration of the external wall and the beautiful garden, and invite her to visit the model house.
D) Make excuses, such as special sale, price increase in a few days, or hold SP activities.
E) Weather conditions, such as today's fine weather, are suitable for viewing houses. Seeing is better than seeing, and seeing is believing.
3, about to the scene time:
A) 10 is relatively concentrated at 3 o'clock in the morning and afternoon, creating a scene atmosphere and facilitating speculation.
B) Spend a lot of time making up and signing up customers.
C) Saturday and Sunday.
D) The east-facing house is in the morning and the west-facing house is in the afternoon. If it rains, try to make an appointment during the day.
4. How to handle the excuses in the customer's phone call?
1. Busy or unavailable: ① Stalking and beating; 2 retreat for progress.
2. Clear refusal: ask the reason, say some places he has been, affirm the advantages, find the disadvantages (guide the customer), and help him consider it from the standpoint of a friend.
3. Keep your word: judge whether you really want to buy, and the customer who really wants to buy can put some pressure on him to come to the scene to talk. If you break your word for more than three times, you can add a little reproach tone appropriately, control it well, and don't irritate customers.
The person answering the phone is not the party concerned. If you can't access, call back later until you get in touch with yourself.
Step 4: Track the record.
After daily follow-up, be sure to make records, analyze the factors considered by customers, report to the site manager in time, and discuss with the other party the ways to persuade.
Fourth, matters needing attention:
1. Pay attention to the time interval when tracking customers, usually about two or three days. Generally, after 10: 30 am and after 3: 00 pm are selected. If you leave your home phone number, you usually call at night; It's a mobile phone, which can be used flexibly except for the above time periods, but calling at work is a no-no.
2. Pay attention to the changes in tracking methods: calling, sending messages, visiting at home, inviting to participate in promotional activities, etc.
3. When tracking customers, we should pay attention to the choice of cutting into the topic, and don't leave customers with the impression of poor sales and hard sales.
Whether the final transaction is reached or not, we should ask the customer politely. Help introduce customers.
After making a small decision, you must follow it up at night. Maybe the customer is comparing other properties, and that phone can play a very important role. On the one hand, it can strengthen customers' impression of our real estate, on the other hand, it can explore customers' intentions. For example, if you talk on the phone about problems that you haven't talked about during the day, you can strengthen them in time.
6. Always keep in touch after a major decision (don't be enthusiastic before the decision, stay cold after the decision).
Five, the tracking (penetration) of the purchased houses, the embodiment of perseverance, long-term engineering and long-term benefit.
1. Purpose: To make friends with them, establish a customer network and penetrate customers.
2. Mode:
(1) is an auction house, which tells customers the progress of the project from time to time to deepen their understanding.
(2) When holding public relations activities such as foundation laying ceremony and capping ceremony, invite them to join.
(3) Greet people on holidays, call or send postcards.
(4) Have something good to share with them.
General rules of intransitive verb tracking
1. Don't irritate customers;
2. Always guide customers and always be a guide.
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